Regional Call Center Manager - Gateway Malaysia


April-1999 to December-2000
Gateway Malaysia
Regional Call Center Manager
Key Accomplishments
Assigned to set up a new team called Client Services to cater for the consumer market.
Manning analysis, recruitment and training for the group. Established policies and workflows for order management and client service key performance index and training.
After successfully launching the Client Services team, was asked to take on an extra role by providing management and guidance for the Client Care team (helpdesk team).
Lawrance also revamped and restructured the Client Care team into a profit center.
Overseeing a total of 70 agents (customer service, sales relations team, inbound and outbound sales and helpdesk operations.)
1. Managed to move the call center from UBN Towers to Imperial Towers at Sultan Ismail
2. Grew the customer service and technical team from 8 to 45 personnel, managing the hire process, training and evaluation.
3. Installation of Symposium Call Routing System





Extremely results oriented and proactive seasoned business leader with proven record operations, IT management, business development, project management and optimization strategies. Dedicated to continuous process improvement and new technologies in the face of rapidly evolving and changing markets.
Extremely results oriented and proactive in managing cost-effective solutions for company wide concerns. Possesses in depth knowledge of Business Process Outsourcing, Shared Services, Digital Marketing and Transformation and Hospitality Management.
Personable and friendly with superb negotiations and presentation skills.

Key Strengths
• Hands on experience building BPO/Shared Services Centers from scratch
• Focus on process improvement and optimization
• Proven track record of meeting KPI’s
• The ability to devise and implement contact center designs that work for the employees and the organization.
• Ability to train, motivate and supervise
• Upbeat, disciplined and creative personality, seen as a natural leader
• Excellent negotiator/communicator and facilitator
• Focused on staff, kpi’s and bottom line
• Ability to devise effective and inexpensive solutions that meets customers and organization needs.
• Flexible, committed to achieving outcomes.
• Project Management
• Remote Management
• Excellent time management
• Business Development